Holiday Inn Express New York City Times Square by IHG

Reviews

• GP

  Gabriela Patricio

  2 days ago
  1.0
  I would not recommend this hotel. During our entire stay, one of the elevators was broken. We were on the 27th floor, and the only working elevator would often take a very long time to arrive. At times, a staff member was “driving” the elevator, so we had to call the front desk just to have it sent to our floor. On one occasion, we ended up having to walk down 27 floors of stairs, which was extremely inconvenient. The breakfast was also very basic, and the dining area was far too small for the number of guests staying at the hotel. The room itself was okay, but the service before and after our stay was extremely disappointing. After we checked out, we were charged an additional fee that had not been clearly explained before our stay. We were told it was for amenities such as Wi-Fi, but this made no sense to us, as we expected these charges to be included or clearly disclosed when making the booking. Getting an explanation was unnecessarily difficult, we had to call multiple times, and our emails were not answered. Overall, it was an awful experience. Between the broken elevator, overcrowded breakfast area, unexpected charge, and extremely poor communication from the hotel, I would not stay here again.
• AM

  A M

  2 days ago
  1.0
  Our stay at this Holiday Inn was genuinely frustrating and very disappointing. Much of it comes down to the building itself being unfit for the number of guests it houses. The property has more than 30 floors and around 150 rooms. Only one elevator was working during our visit. Waiting for the lift regularly took as long as 20 minutes, so every trip up or down became a major inconvenience. It was bad enough that we watched guests carry their luggage down the stairs just to check out. Breakfast was another problem. The dining area was badly overcrowded, and some guests had no choice but to eat in the lobby. Worse, there were flies in the food service area. That is unacceptable in any dining space. The rooms were equally poor. Our first room had no hot water, and the tap only produced a slow drip. Maintenance came to look at it, promised to return within 20 minutes, and never did. The in-room phone was not working either, so I had to go down to the front desk again to be moved. The second room had its own faults: the deadlock would not close and the thermostat did not work. That meant a third room change. None of the rooms had enough floor space to move around comfortably. A family of four could not get around without constantly bumping into one another. The area outside was also unsettling. Every single time we stepped out of the hotel there were police vehicles and officers on the street. That was not a one-off sighting; it was the same each and every time. For a family stay, that is not the impression you want a hotel to leave you with. I escalated this to IHG/Holiday Inn directly. The reply was a textbook template apology. It restated my complaints back to me, said my feedback had been "shared with our management team for review," and closed there. There was no offer of anything concrete: no refund, no points, no upgrade, no explanation of what would actually be done, and no attempt to make things right. An apology that acknowledges every problem in detail and commits to fixing none of them is not a resolution. It is simply a way of closing the ticket. Overall, I would not recommend this hotel. In its current state it needs far more than a fresh coat of paint. It requires additional elevators and a proper redesign of the dining area. Frankly, the property should be closed and rebuilt rather than kept operating as it is. Judging by the response from corporate, I see little sign that anything will change.
• LG

  L G

  3 days ago
  1.0
  Very disappointing stay, despite a genuinely helpful and friendly staff. First, I want to be clear that the employees were not the problem. Everyone we dealt with was polite, positive and clearly trying their best under very difficult circumstances. The real problem was the hotel itself. During virtually our entire five-night stay, this roughly 30-story building was operating with only one functioning elevator. At times, we literally had to call the front desk and ask them to arrange for the elevator to come get us, and then wait another 15–30 minutes just to leave the hotel. Coming back was sometimes just as bad, with long lines and waits of up to half an hour just to get upstairs. Even more frustrating, there were times when the only working elevator was taken out of guest service for hotel operational needs. It genuinely made us feel trapped in the hotel. Housekeeping was another major disappointment. Despite requesting service, and despite seeing housekeeping staff working right near our room, our room was not cleaned after the first night of a five-night stay. I stay at IHG properties regularly and am a Diamond Elite member. In fact, immediately before this stay we stayed at the Holiday Inn Express in Cooperstown and had a great experience. That made this stay even more shocking. Again, I have nothing negative to say about the staff — they were doing their best. But the overall operating conditions at this hotel were completely unacceptable and had a major impact on our stay.
• FP

  Fran Phillips

  5 days ago
  1.0
  I rarely leave reviews, but after this stay, I feel obligated to warn others! When I first arrived at my room around 10:30 PM after a long day of traveling, the room was sweltering. The thermostat read 99°F and was not responsive at all. I called the front desk, and they sent up a maintenance worker who seemed to have no idea how to fix it. Despite language barriers and my repeated explanations that the heat was blasting, he insisted it would cool down and told me straight up “no” when I requested to switch rooms. After about an hour of constantly tapping on the very clearly broken thermostat, he left, promising that he would return in 5 minutes and that the room would start cooling. He never did! The heat kept blasting, and the front desk stopped answering my calls. I was exhausted, left in that sweltering room, and brought to tears by this crazy situation. Eventually, after another 20 minutes, a wonderful facilities worker named Kevin came in. He was shocked by the condition of the room, apologized, and manually switched the system to the physical control knobs. He explained that the thermostat units had been malfunctioning. Kevin was an absolute lifesaver!! Unfortunately, that was not the end of our issues. On checkout day, both elevators broke down simultaneously. We had heavy luggage and no way to get it down the stairs. Instead of assistance, we received an abrupt call from a rude front desk agent reminding us about our check out time, who hung up before I could ask about the elevators. Shortly after, another staff member knocked to tell us to vacate the room, rudely stating the elevators were being fixed without offering an ETA or an apology. A few minutes later, he returned accompanied by police officers. It was very ominous, and he didn't even explain why the police were there. It spooked my friends and me, especially since it was 20 minutes before our approved 12:00 PM late checkout time. A very lovely housekeeper eventually gave us updates, and someone finally came up the elevator to help us with our bags. The only positives were the convenient location and the exceptional service from Kevin and a front desk worker, I believe his name was Marcus. However, most of the staff need serious training in customer service! Given the high prices here, this level of service is unacceptable! Save your money and stay somewhere else!!
• GB

  Greta Bruno

  Aug 20, 2026
  1.0
  Esperienza assolutamente negativa e, soprattutto, molto spiacevole. Durante il soggiorno mi è stata rubata dalla camera una maglietta a cui tenevo particolarmente, acquistata durante il viaggio e che avevo con me in precedenti tappe. È una cosa che trovo inaccettabile e che mi ha lasciata davvero molto delusa e arrabbiata. Lasciare i propri effetti personali in camera dovrebbe significare poterli ritrovare al proprio rientro, non dover avere il dubbio che possano sparire. A questo si aggiunge un altro problema: eravamo in quattro, ma gli asciugamani venivano lasciati regolarmente per tre persone, costringendoci ogni volta a dover contattare la struttura e chiedere quelli mancanti. Anche la colazione è stata una delusione: la sala dedicata è estremamente piccola e dispone di pochissimi posti a sedere, assolutamente insufficienti considerando le dimensioni della struttura, che si sviluppa su ben 35 piani. Questo comporta inevitabilmente difficoltà nel trovare posto e rende l’esperienza della colazione poco piacevole. Purtroppo, anche il rapporto con il personale non è stato positivo. La receptionist con cui abbiamo avuto a che fare ci ha trattato con sufficienza, utilizzando un tono seccato e mostrandosi poco disponibile ad aiutarci, cosa che ha reso ancora più frustrante la gestione dei problemi che abbiamo riscontrato durante il soggiorno. Nel complesso, quindi, un soggiorno tutt’altro che piacevole. La questione della maglietta è sicuramente l’aspetto più grave e quello che mi ha fatto perdere completamente la fiducia nella struttura. Non mi sento assolutamente di consigliare questo hotel, soprattutto per la gestione degli effetti personali degli ospiti e per l’organizzazione generale dei servizi.

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